Global Standards,
Custom-Engineered
Operations Partner
Frontier is a premium global BPO provider delivering custom inbound/outbound call management, multi-channel customer relations, and managed IT services that seamlessly plug into your enterprise infrastructure. We optimize shift schedules, harness automation, and streamline workflows to slash operational costs while boosting CSAT and performance indices.
QUALITY COMPLIANCE & GLOBAL ACCREDITATIONS
Supervised
Operational Technology
At Frontier Consulting Service, we combine advanced workflow automation with the communication skills and domain expertise of our customer experience specialists. Guided by our corporate operations philosophy, we integrate technological solutions to support our team, serving as a reliable and supervised extension of your customer service operations.
By combining modern system infrastructure with continuous quality assurance audits, we maintain service standards and deliver transparent, measurable results. Under our "We Are Together" approach, we provide supervised operational solutions that increase daily efficiency and help scale your processes securely.
Supervised Process Management
Our systems run under continuous human supervision and regular quality checks to maintain brand standards, operational compliance, and response accuracy.
Collaborative Operations
We ensure a seamless working model between our customer representatives and supporting systems, minimizing handling times and streamlining service quality.
Salesforce 
Zoho 
Dynamics 
Google 
WhatsApp 
Facebook 
Instagram 
Power BI 
Odoo 
OpenAI
Interactive Voice Systems &
Real-Time Agent Assistance
Through our Customer 360 platform, we deploy interactive voice response systems that understand natural spoken requests. Rather than navigating complex key-press menus, callers state their needs naturally, allowing the system to direct the query to the correct department and process basic requests automatically.
Simultaneously, our real-time Agent Support interface displays relevant script guidance and customer history directly on representatives' screens during the interaction, reducing average call durations and helping prevent errors.
Conversational Voice Systems
Provides 7/24 interactive voice response that handles basic customer inquiries without requiring standard touch-tone menus.
Agent Support Systems
Displays real-time guides, database search shortcuts, and recommended responses on the representative's screen.
Speech & Interaction Analytics
Monitors interaction trends and communication quality to measure customer satisfaction levels and operational compliance.
Quality Control Audits
Audits customer interactions to generate performance metrics, check adherence to brand guides, and provide manager feedback.
Unified Integration &
Process Automation
The platform serves as an operational hub connecting telephony systems, database tools, CRM platforms, and transactional APIs. By synchronizing speech-to-text, secure synthesis, and database updates, our infrastructure transforms standard call handling into a unified process environment.
We manage complex workflows end-to-end, including payment confirmation steps, CRM record updates, and support ticket creation. This system synchronization ensures customer records remain fully synchronized across all communication channels, such as phone lines, web chat, and email.
System Integration
Telephony and CRM tools directly interface with Salesforce, SAP, and custom transactional databases for seamless data flow.
Unified Omnichannel Workspace
Maintains complete customer history and interaction notes across telephony, web chat, and email support.
Pioneering Next-Generation Customer Experience.
Frontier Consulting Service LLC, headquartered in Boca Raton, Florida, is a specialized international business process outsourcing (BPO) and customer experience consulting firm. We engineer scalable, secure, and high-performance customer support ecosystems tailored to the rigorous demands of US and global enterprises.
Backed by certified operational centers and enterprise-grade tech stacks, our teams handle multi-channel inbound/outbound communication, CRM systems synchronization, and managed IT helpdesks. Rather than functioning as a standard vendor, we serve as your strategic operations partner — turning customer interactions into lasting brand value, operational efficiency, and tangible business growth.
Our Mission
To provide holistic BPO and communication solutions that strengthen the bond between brands and their customers, are measurable, and create value by integrating the technology, people, and process triangle in the most efficient way.
Our Vision
To be the most preferred and referenced off-shore communication and BPO agency on a global scale with our innovative tech integrations and human-oriented support approach.
"The seamless integration of people, technology, and process within communication and call center operations is what determines success — and this integration is what delivers the customer loyalty and revenue growth companies expect from outsourcing."
Rick Serkan EREN
CEO & Founder
Our Quality
Policy
At Frontier Consulting Service, we operate a quality management system across customer experience management and BPO operations, built on customer satisfaction, process effectiveness, information security, and continuous improvement.
Customer Focus & Satisfaction
We meet our corporate partners' expectations with fast, effective communication solutions, making it our mission to strengthen customer loyalty and brand value.
Technological Leadership & Innovation
We commit to producing industry-leading BPO solutions by integrating AI systems and digital workflow assistants into our live support processes.
Data Security & Privacy Compliance
We protect the confidentiality of customer data at the highest level, in full compliance with international data privacy standards (GDPR).
Continuous Operations Improvement
We regularly review operational performance indicators and continuously optimize our workflows to boost service efficiency and slash overheads.
Why
Frontier?
We see you not just as a service buyer, but as a strategic business partner. Here are 6 core features that set our BPO operations apart.
Every Project is Unique
We create structured agent scenarios tailored specifically to your industry, customer base, and strategic goals. We don't use standard templates.
Zero Upfront Investment Cost
We offer fast, flexible service with our secure cloud system infrastructure. Start operations immediately without hardware or software investment.
Sustainable Quality Audits
We maintain our service quality through continuous training and performance evaluations. Our QA team audits calls against your brand standards.
We Generate Business Insights
We analyze transaction data from each interaction to provide strategic feedback to your business. We turn the customer's voice into BI.
Essential Transparency
We manage all operations measurably. You can monitor call queues, handling times, and resolution indices through live client dashboards.
Enterprise Privacy & HIPAA-Ready Security
We safeguard customer data with enterprise encryption, strict access governance, and compliance architectures supporting GDPR, US state privacy standards, and HIPAA-ready workflows.
Enterprise Contact Center & Managed IT Solutions
Delivering operational consistency across every customer touchpoint. We partner with global enterprises across Voice Management, Digital Interaction Desks, Outbound Growth Campaigns, and Managed IT Infrastructure Enabler solutions.
Data-Driven BPO & Workforce Operations
Input your call volume and service targets to simulate required agent headcount, service levels (SL), and occupancy rates in seconds. Have dynamic traffic peaks or custom operational metrics? Our workforce management team can partner with you to engineer a tailored capacity model for your enterprise.
[SYSTEM] Queue performance verified. Active SLA monitored.
[INTEGRATION] CRM data bridge active. Account profile loaded.
[WFM] Shift schedule aligned. Agent occupancy balanced.
[SLA] Target SLA maintained at 85.0% across active queues.
SLA & Operational Rigor
Performance monitored against agreed SLA targets, QA scorecards, and operational reports.
24/7 Multi-Shift Operations
Dedicated customer service teams operating across time zones to support your inbound and outbound operations.
CRM & Platform Integration
Connecting directly into your existing CRM, ticketing platforms, and software workflows.
Resource & Cost Optimization
Structured shift scheduling and capacity planning to keep operational budgets aligned.
Model Capacity & Staffing Before Going Live
Calculate required headcount using standard Erlang C queueing algorithms. For complex multi-skill routing or custom shift models, consult directly with our workforce management team.
Workforce Capacity Calculator
BPO Staffing & Service Level Simulator
What-If Capacity Matrix
Scenario Model| Raw Staff | Total Staff | Service Level | Avg Answer | Occupancy |
|---|---|---|---|---|
13 | 15 | 45.5% | 97.4s | 89.7% |
14 | 16 | 66.7% | 37.5s | 83.3% |
15RECOMMENDED | 18 | 80.3% | 17.1s | 77.8% |
16 | 19 | 88.7% | 8.3s | 72.9% |
17 | 20 | 93.8% | 4.1s | 68.6% |
18 | 21 | 96.7% | 2.0s | 64.8% |
19 | 22 | 98.3% | 1.0s | 61.4% |
Erlang C Methodology & Planning Disclaimer: Calculated using standard Erlang C queueing equations for contact center workforce management. Outputs are preliminary mathematical estimates for planning purposes only and do not constitute binding staffing commitments, price quotes, or SLA guarantees. Formal staffing models are established via executed Master Services Agreements (MSAs).
Onboarding & Launch Roadmap
A structured, secure, and transparent transition process that moves your operational workflow from kickoff to active live support in less than 30 days.
Needs Analysis & Kickoff
We analyze your ticketing volume, call durations, and service requirements to design the most cost-efficient operational team setup.
Custom Solution Architecture
We customize operational frameworks, design shift schedules, prepare agent training plans, and layout security policies.
Operational SLA Alignment
We finalize project scopes and establish binding Service Level Agreements (SLAs) regarding response times, CSAT targets, and reporting schedules.
Technical Setup & Integration
We integrate with your ticketing systems and communication channels with zero risk. We build information databases and compile agent training manuals.
Operational Launch
Our trained, dedicated BPO team goes live. You track active volumes, agent productivity, and customer satisfaction metrics on real-time dashboards.
Frequently Asked Questions
Everything you need to know about partnering with Frontier, our operational integration timelines, security measures, and hybrid team models.
What is BPO and Customer Support outsourcing?
Business Process Outsourcing (BPO) involves delegating specific support or service channels to an expert partner. Rather than managing hiring, training, and customer relations infrastructure internally, Frontier handles these processes on your behalf. We unify telephone calls, emails, web chats, and social media tickets under a single omnichannel desk, reducing operational workloads for your core team.
What are the primary operational benefits of outsourcing?
Partnering with Frontier delivers four main benefits to your company:
- Cost Savings: Eliminate recruitment, high training costs, workspace overhead, and premium contact center software licensing.
- 24/7/365 Global Coverage: Ensure customers receive professional response times round-the-clock, including weekends and holidays.
- Scalability: Instantly scale team capacity up or down to align with seasonal demand peaks or marketing campaigns.
- AI-Driven Efficiency: Leverage our built-in ENOS AI routing and auto-triage systems to compress ticket queue times.
How does the corporate integration process work?
Onboarding is completed within a structured 30-day framework. During Week 1, we conduct a detailed needs analysis and map out staffing numbers and workflows. By Week 2, we finalize the SLA (Service Level Agreement) targets. In Week 3, we complete systems integrations (linking CRMs and setting up routing databases) and finish training. By Week 4, we transition your customer operations live.
How do you ensure customer data security and compliance?
Security is built into our operational core. Our management systems align strictly with ISO/IEC 27001 standards for Information Security Management, with operations designed to comply with GDPR and US state privacy regulations. For healthcare clients, we support HIPAA-ready workflows governed by formal Business Associate Agreements (BAAs). We employ encrypted database pipelines, secure call-record archives, and restrict customer data access using role-based permissions (RBAC).
What is the relationship between Frontier and First Contact Service (FCS)?
Frontier Consulting Service LLC is the US parent/affiliate corporate entity. First Contact Service (FCS) acts as our specialized operational branch and regional BPO partner located in Turkey. This framework enables US businesses to contract with a domestic Florida-based LLC, while utilizing the highly trained regional operational centers of FCS for multi-lingual and cost-efficient client support.
Request an Executive BPO Proposal
Ready to optimize customer support workflows and scale operations? Connect directly with our workforce management specialists.
Corporate Headquarters
Contact our workforce management teams in the US or Turkey.
6501 Congress Ave #100, Boca Raton, FL 33487, USA
+1 888 513 1305 callAdalet Mah. 2132/2 Sok. No:3 K:2 D:16, Bayrakli, Izmir, Turkey
+90 850 480 9085 callMaslak Mah. AOS 55. Sk. 42 Maslak B Blok No:4/542, Sariyer, Istanbul, Turkey
+90 850 480 9085 callProposal Request Received
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